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William Hill Customer Support Admin in Las Vegas, Nevada

Customer Support Adminat William Hill US

Las Vegas, NV

William Hill is the fastest growing Sports Book in the US! Our ambition is to build a digitally-led, internationally diverse gambling company of scale. We are in a highly innovative industry. As one of the largest companies in gambling and with over 11,000 people worldwide, we make a massive investment in everyone, offering excellent career development opportunities. Our people are at the heart of everything we do, and we offer a fast-paced environment where we have fun, celebrate success, and give you all the tools you’ll need to be your best self.

What You Will Do:

This position requires a high level of product knowledge and professionalism via telephone, text, email, and chat. The successful candidate will be able to accept ownership for effectively solving and following up on escalated customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

  • Manage the responsible gaming administrative tasks

  • Manage all open tickets from Customer Support in the Jira ticketing system to ensure timely updates/resolution is provided. Following up with the patron as applicable to ensure timely customer satisfaction.

  • Research and facilitate patron inquiries received via email and escalate to the appropriate department as needed.

  • Complete all items received in the document queues from our patrons to ensure the accounts are verified in a timely manner.

  • Cover phones, Textline, and chat during peak contact periods and as directed by a member of the management team.

  • Applying credits to accounts due to system issues and updating the appropriate departments as needed.

  • Completing weekly reporting.

What You Will Need:

  • Detail-oriented

  • Strong organization and time management skills

  • Proficient personal computer skills including Microsoft Office

  • Excellent listening and problem-solving skills

  • Excellent interpersonal, written, and oral communication skills

  • Ability to prioritize and organize work in a multitasked environment

  • Ability to adapt to a flexible schedule

  • Ability to maintain the highest level of confidentiality

Essential Functions/Exposures:

  • Must be able to sit for extended periods

  • Must be able to type and talk on the phone for extended periods

  • Regular attendance in the office